The Power Of Customer ReviewsRobin Lewis

Head of Partnerships

Independent Research

Source: https://www.brightlocal.com/learn/local-consumer-review-survey/ (2015)

Probably the best unknown brand

Notonthehighstreet.com

Still not on the highstreet but known on the highstreet

1.5m• Reviews

One• Review every minute

Hit over ½ m reviews5.7m passengers3m unique p/m

75% 85%

58% 95%

• of consumers are influenced by good reviews

• of UK consumers will ALWAYS check out online reviews before making a purchase

of unhappy customers would return if an issue was dealt with easily and quickly

of consumers share their positive experiences on social media (SDL)

Negatives

Responding to Negatives

Negative To Positives

To

You also gain fans…

I now last longer than it takes to leave this feedback “

“Oh my days, I aint seen this kinda quality since I shoplifted Gucci in Paris. Such fine leather and don’t get me started on the stitching cos it gave me a h****n

“ “

Helping the (un)known

Petdrugsonline.com

99% • Feefo rating

31%• Business growth

versus 8% market growth

Top Tips

• Ask & Respond

• Action

• Be Honest and Open

• Embrace Social

• Reward / Re-Engage

If you accept, as you must, that there is no such thing as the perfect marketing strategy, only the idea of it, the real purpose of striving for perfection becomes clear, to make people happy.

“ “Thomas Keller